Spin up a digital assistant/ bot in 48 hours to help with call deflection and automating responses. A case study: ServisBOT and the AA Ireland

1. Spin up a Bot in 48 Hours to Help with Call
Deflection and Automating Responses
A Case Study: The AA Ireland and ServisBOT

2. Cathal McGloin,
CEO & Founder
Your Hosts
Dee Roberts, Director
Contact Centre Transformation

3. Today’s Agenda
● Introduction to ServisBOT
● The Impact of Covid 19 on Contact Centers
● Call Deflection in 3 Simple Steps
● The AA Ireland, a Call Deflection Case Study
● How it Works
● How to Get Started

4. Introduction to ServisBOT - We Automate Key Customer Interactions
OPERATIONS
CUSTOMER
LOYALTY
CUSTOMER
ACQUISITION
CUSTOMER
SUPPORT
Quotation
Booking
Onboarding
Conversion
Activation
FAQ
Scheduling
Orders/Returns
Fulfillment
Collections
Claims
FAQ
Status Updates
Tracking
Complaints
Refunds
Other CS
FAQ
Renewals
Cross/upsell
Upgrades
Promotions
Loyalty Programs
FAQ
Natural Language
Interfaces
AI-driven
Virtual Assistants
Increase
Conversion Rates
Faster
Onboarding
Increase
Self-service
Faster Resolution
Times
Lower
Service Costs
Higher Retention
Rates
Increase
Revenue/Cash
Improved
Satisfaction Rates
Business Results

5. The Impact of COVID-19 on Contact Centers and Helplines
Higher Incoming Call Volumes
➢ COVID-19 related health information, deferring
loan/mortgage payments, canceling bookings,
checking insurance coverage, accessing benefits,
or completing financial transactions.
➢ Voice and Web Traffic increases
Increased Remote Agent Working models
➢ Contact centers have moved to enable customer
service agents to work from home and maintain
continuity of service.
➢ Limited workforce due to Covid-19
● Long Wait Times
● Call Abandonment
● Long Resolution Times
● Poor Customer Experience
● Poor Agent Experience

6. A Simple 3-Step Solution using a Virtual Agent
DEFLECT AUTOMATE INTEGRATE
Re-direct voice calls at the
IVR to a messaging channel.
A Virtual Agent is sent to
customer’s message channel.
Virtual Agent provides a
self-service path to deflect
traffic.
Virtual Agent can respond in-
and out-of-hours.
Virtual Agent automates
routine customer service
requests.
Virtual Agent can schedule a
callback and forward to a live
agent, where necessary.
Virtual Agent can securely
integrate to your live chat system.
Virtual Agent can handover or
escalate to a live chat agent to
handle complex requests.
Virtual agent can assist live agent
through, rasing tickets, follow-up
emails, etc.

7. Introducing Automation to the Organisation
OUT OF HOURS
RESPONSE
ACTIVE CALL
DEFLECTION
QUERY
TRIAGING
WARM/HOT
HANDOFF
+ + +

8. Benefits of Intelligent Virtual Agent Approach

9. Call Deflection Bot in Action
Call Deflection video link
https://vimeo.com/400624170

10. ServisBOT and the AA: Our history and bot journey

11. The AA Ireland: The Business Case for Call Deflection
Shifting voice calls to digital channels had previously been discussed as chatbot
project but other bots had taken priority.
Week of March 2, 2020
● Coronavirus travel bans resulted in high volumes of inbound calls from travel insurance
customers inquiring about coverage and protections.
● How do we quickly alleviate burden on agents and service customer needs efficiently?
● The AA contacts ServisBOT regarding call deflection and a plan is brainstormed
● Bot is built within 48 hours
● Bot is launched on March 9 on Tier 2 of IVR Menu

12. The Solution
Build a solution that shifts voice calls to messaging, that leverages the AA’s existing
CX chatbot and integrates with existing back-office systems.
Existing Components
● IVR: Avaya
● Ticketing System and Live Chat: ZenDesk
● CX Bot that lives on the AA’s website
New Components
● Amazon Connect (facilitates switching the customer from IVR to mobile)
● New training for existing CX Bot

13. How it Works
“Call deflection using a VA takes pressure off agents while still dealing with common customer requests that can be
fulfilled by pointing to a self-service channel where customers can cancel bookings or find responses to FAQs. We
launched our solution in 48 hours and are seeing an 11% deflection rate.”
Customer dials
main service
number and
reaches the IVR.
Chooses option
for customer
assistance via
text.
Routed Bot
Hand-
over

14. The Results to Date
160 – 220
calls deflected per day
Initial focus on travel, and then moving to the
wider customer service department
“There has been no negative feedback either by quality, NPS or email on the bot service.”
+4,000
customers interact with bot
in March compared with February, after
widening the scope to promote self-service for
existing customers
+10 point
NPS increase
based on satisfaction of those who called us–
deflected unhappy callers as we had little
information to give them

15. The ServisBOT Call Deflection Solution
● Integrates with Cloud-based or Legacy ACDs / IVRs, routing user to a Message Channel.
● We build and deploy a Simple Call Deflection Virtual Agent to be sent to user’s channel
● Or, we can extend your existing customer service bot solution with additional capabilities
around COVID-19 needs.
● Leverages natural language processing (NLP) to remove the need for touch-tone menus
and introduce AI-powered automation.
● Virtual Agent automates a range of queries & transaction flows, learning and getting
smarter over time
● Can integrate with common Live Chat systems to enable seamless handover and
escalation to live agents
● Supports 24/7 response to customer queries with bots scheduling callbacks where
needed (for out of hours issues that bot can’t handle).

16. Give Call Deflection a Trial Run
• Contact Us to Learn More : botty@servisbot.com
• Or visit: https://bit.ly/call-deflection-trial